SPi Global helps a leading provider of educational digital books expand their range of services

Our client’s former business of renting out college books had become outdated. There was a tremendously growing opportunity in other student educational services – from homework help to test reviewers and even internship matching.

From a digital retailer of college books, client envisioned to become a platform that connects tools and resources with students who have educational and career goals to achieve.

Solution

• Dynamic Digital Conversion – 50 textbooks of exercises and solutions a month were converted from PDF or Word files into the more dynamic HTML5 format.
• Tutor Engagement – To enable live online tutorial services, SPi Global recruited and trained and hired digital-savvy tutors for the service.
• Image-Based Q&A Transcription – For handicapped students, an entire archive of image based Q & A was made accessible. SPi Global transcribed that archive into the acceptable format and maintained it at a capacity of 20,000 questions a week.
• Quality Audit on Test Questions – SPi Global ran quality audits on test questions uploaded to the platform to identify errors and missing components. A checklist containing points to be covered during the QA process was provided and all QA results shared with client each time a test component was completed.

Enhance Discoverability of K-12 Books

A top K-12 publisher had a huge amount of books/data in archives. Searching for and repurposing these files was a challenging task; requiring them to wade through diverse spreadsheets and thousands of hard drives and file servers. Additionally, there was no proper and readily-available catalog to manage these archives.

There was an immediate need to manage this archive and effectively unlock more productivity and discoverability.

Solution

SPi Global deployed the System for Archival and Retrieval (SAR), proprietary platform for assimilating and maintaining archives, as well as retrieving content for repurposing. SAR contains 5 major use modules — Discovery, Organization, Search, Meta Management, and Custom Publishing. The application’s intuitive functionalities help store different file formats and allow the addition of metadata for effortless searchability during the retrieval process.

As performance and accessibility were central to the project. SPi Global customized SAR to flawlessly manage more than 30K ISBNs with more than 100 TB data. We discovered, added metadata to, aggregated, assembled, and cataloged ISBNs by discipline. To power up utility into the future, a search engine was built to create packages for custom publishing.
SAR expedited the discovery of ISBNs across the archive repository and retrieved archives for a complete ISBN. It even required ISBN portions in XML, PDF, and other formats.

Furthermore, metadata management were categorized according to content type, discipline, and file type, among other custom tags. Finally, the Custom Pub Engine enabled users to select files from multiple sources to create a unique file for publishing.

Scaling Trademark and Brand Protection and Search

A leading provider of brand protection services to IP firms, brand managers, and legal firms needed a scalable and cost-effective solution to enable seamless discovery and management of customer searches

Solution

Combining technology and SME knowledge, SPi Global created a tailor-made trademark database watch and management solution to deliver efficient and effective brand monitoring.

The offer utilized the latest computer vision technology to index and annotate the trademarks using Vienna code classifications, and created a knowledge repository of frequently requested trademarks for effortless and quick processing of trademark monitoring. It also included an intelligent workflow management module to direct routing based on SME specialization.

The system monitored nearly 400,000 trademarks annually for potential infringements with 99.985% accuracy, and progressively improved turnaround time from 14 to 3 days.

Streamline Educational Content Production and Publication

A leading educational publisher faced challenges in managing the content creation and publication process, with a poor multi-vendor environment.

Client had difficulties in tracking the work package, spend, cost overruns, and performance per business goals.

Solution

SPi Global created a custom shared services center for content with end-to-end process management of all print and digital assets for a team of more than 350 people in 2 offices across India. Additionally, we on-boarded and completely managed niche publisher partners and freelancers into the extended ecosystem.

The effort re-badged 25 key resources from the publisher for knowledge transfer, continuity, and oversight. Additionally, we established a streamlined governance framework with monthly management calls and KPI reporting.

Streamline Customer Service for Better Support and Costs Less

A global publisher had fulfillment and customer support operations running separately in each of their publishing hubs, resulting in regional policies, underutilized staff, and a lack of global visibility.

Solution

For this client, SPi Global created a dedicated Center of Excellence for Customer Service Operations in the Philippines. We also revamped process issues with detailed documentation of processes, policies, and customer journeys for each region, enabling discussion and long-term harmonization. The workflow was automated through SPi tools and RPA.

The restructuring aimed for service-based rather than location-based teams. To make the work seamless, we added cross-functional skills training to create flexibility in managing peaks without adding additional staff.

These new efficiencies allowed the client to increase coverage hours to 24/7 service and establish partnerships in new revenue opportunities, like telesales.
Current optimization of this project includes more than 1000 FTEs.